Research*
proves that good customer service can be achieved by simply “wearing a badge”.
Among well
known, blue-chip companies such as British Airways, fcuk and Pizza Hut, surveys
have shown that if their staff wear name badges, then their outlets will be
favoured and frequented more often by shoppers than those stores or outlets
with staff who don’t wear name badges.
Emily
Brouder, Marketing Manager at BIG commented on the survey results, noting that,
“Companies operating in a customer facing environment should take note. In
particular with retail stores that opt for a no uniform policy, a
professionally designed, great looking badge will be appreciated by the public,
as it puts the customer at ease and ensures the service is personable. Just by
knowing that something as simple as a name badge has such an impact on customer
satisfaction is very important for the retail industry.”
For retail
companies operating within customer facing environments, it solidifies and
reaffirms what most competent managers already know. Customer expectations have
changed and we are now at a time, where customer interactions, their loyalty
and retention are quite possibly the most important aspects of running a
successful and profitable operation, alongside gaining new business. This
survey appears to have unequivocally confirmed that staff name badges are a
low-cost, effective way of winning premium “brownie points” with customers.”
The survey
further revealed that 82% of the respondents prefer to see a first name,
followed by a job title (73%) and the last name (59%).
And 50% of
the same respondents felt that the most important reason for staff wearing a
name badge in a customer-facing environment was to enable the customers to
clearly identify the members of staff.
In a
damning final response, 79% said that not being able to identify a member of
staff was simply ‘poor customer service’.
Notes:
*The
research was commissioned by BIG Badges and conducted in the UK by BMRB, a division of BMRB
International.
BIG is Europe’s largest dedicated supplier of
high quality name and ID badges and custom lanyards, business cards and
customised jewellery.
The BIG
product range includes permanent employee ID name badges for customer facing
staff and professional, re-usable name badges and lanyards for conferences and
events.
Our BIG
badge solutions:
• suit all
your people and the places they work in
•
communicate with your customers effectively, clearly putting a name to a face
for them
• are
high-impact and memorable
• protect
and enhance your corporate identity and brand
• offer you
a highly flexible range of styles, sizes, materials and finishes
• meet your
needs, budget and timeline, saving you time, money and hassle
• give a
choice of fastenings, making them comfortable, safe and secure.
BIG have
over 20 years’ experience and produce more than two million name badges and 13
million business cards each year.
BIG is part
of the Brady Corporation.